Customer Lifecycle Communications Specialist

Where do we hire from? Find out more about hiring at TestGorilla

Hi there, I’m Penny, Head of Customer Success at TestGorilla. We’re excited to share more about the Customer Lifecycle Communications Specialist role and our team.

About the role

As our Customer Lifecycle Communications Specialist, you’ll be essential in helping customers achieve outcomes, increase product adoption, and realize value throughout their journey with TestGorilla.

This role focuses on owning customer-facing lifecycle communications and education, including email, in-app messaging, and help center content. You’ll use AI-generated content, behavioral signals, and data-driven insights to deliver timely, relevant messaging that supports onboarding, adoption, retention, and renewal readiness.

You’ll partner closely with the Customer Journey Orchestrator and Customer Success Operations to ensure lifecycle messaging aligns with automated journeys and customer behavior, while maintaining high-quality, outcome-focused communication at scale.

Want to see what it’s like to join the CS team and make an impact as a Customer Lifecycle Communications Specialist? Get an inside look in this quick video:

Responsibilities

In this role, your responsibilities will include but not limited to:

• Collaborate cross-functionally in a global, remote-first environment, partnering with the Senior Customer Journey Specialist, CS Ops, and other teams while upholding TestGorilla behaviors and fostering an inclusive, supportive culture.

Collaborate cross-functionally in a global, remote-first environment, partnering with the Senior Customer Journey Specialist, CS Ops, and other teams while upholding TestGorilla behaviors and fostering an inclusive, supportive culture.

• Own end-to-end lifecycle communications across onboarding, activation, adoption, and renewal readiness, partnering closely with the Customer Journey Orchestrator to align messaging with journey stages and behavioral flows.

Own end-to-end lifecycle communications across onboarding, activation, adoption, and renewal readiness, partnering closely with the Customer Journey Orchestrator to align messaging with journey stages and behavioral flows.

• Design, execute, and optimize AI-driven lifecycle campaigns across email, in-app messaging, and the help center, delivering outcome-based nudges, prompts, and triggers.

Design, execute, and optimize AI-driven lifecycle campaigns across email, in-app messaging, and the help center, delivering outcome-based nudges, prompts, and triggers.

• Coordinate product communications and customer education, including release notes, in-app announcements, knowledge base content, how-to guides, walkthroughs, video tutorials, and best practices.

Coordinate product communications and customer education, including release notes, in-app announcements, knowledge base content, how-to guides, walkthroughs, video tutorials, and best practices.

• Lead multi-channel retention and adoption programs, using predictive CS Ops insights such as health, risk, and usage signals to personalize customer communications.

Lead multi-channel retention and adoption programs, using predictive CS Ops insights such as health, risk, and usage signals to personalize customer communications.

• Measure and optimize lifecycle performance using metrics such as activation rates, feature uptake, task completion, reduced friction, time-to-value, and customer storytelling impact through case studies, testimonials, and community content.

Measure and optimize lifecycle performance using metrics such as activation rates, feature uptake, task completion, reduced friction, time-to-value, and customer storytelling impact through case studies, testimonials, and community content.

What you’ll bring

We’re looking for someone who:

• Is passionate about TestGorilla’s mission to help one billion people find their dream jobs

Is passionate about TestGorilla’s mission to help one billion people find their dream jobs

• Has strong written and verbal communication skills in English

Has strong written and verbal communication skills in English

• Thrives in a fast-paced, remote-first environment

Thrives in a fast-paced, remote-first environment

• Has experience in B2B lifecycle marketing, customer marketing, customer enablement, or digital customer success

Has experience in B2B lifecycle marketing, customer marketing, customer enablement, or digital customer success

• Has executed campaigns that improved activation, retention, or product adoption

Has executed campaigns that improved activation, retention, or product adoption

• Is familiar with AI content tools, segmentation platforms, and automation workflows

Is familiar with AI content tools, segmentation platforms, and automation workflows

• Brings strong writing skills and can translate technical concepts into clear, outcome-focused customer content

Brings strong writing skills and can translate technical concepts into clear, outcome-focused customer content

• Has a deep curiosity about customer behavior and lifecycle journeys

Has a deep curiosity about customer behavior and lifecycle journeys

• Can manage multiple projects with shifting priorities and short turnaround times

Can manage multiple projects with shifting priorities and short turnaround times

• Collaborates effectively with Product, Support, PMM, CS Ops, and Enablement partners

Collaborates effectively with Product, Support, PMM, CS Ops, and Enablement partners

• Has an analytical mindset and uses data to evaluate campaign impact and customer behavior

Has an analytical mindset and uses data to evaluate campaign impact and customer behavior

We actively seek diversity and encourage applications from everyone. If you’re interested in this role but your experience doesn’t perfectly match the description, please still apply. Studies show that women and underrepresented groups can be hesitant to apply unless they meet every requirement. If this role excites you and you’re confident you can do the job, we encourage you to apply!

What’s in it for you?

Please note: Some specifics, particularly around leave, may vary depending on your country of residence. This will be discussed during the hiring process.

• Global Team: Join a fully remote, mission-driven team from around the world

Global Team: Join a fully remote, mission-driven team from around the world

• Competitive compensation: Receive a competitive pay €33,520
• €41,900 per year plus Share Appreciation Rights (SARs)

Competitive compensation: Receive a competitive pay €33,520

• €41,900 per year plus Share Appreciation Rights (SARs)

• Remote & flexible work: Work from almost anywhere. Enjoy flexible hours and asynchronous work to balance work and life. Check out the Countries we currently hire from here

Remote & flexible work: Work from almost anywhere. Enjoy flexible hours and asynchronous work to balance work and life. Check out the Countries we currently hire from here

• Remote work budget: €1,000 per year to help you set up your home office

Remote work budget: €1,000 per year to help you set up your home office

• Growth & development: Invest in yourself and your career with a 3.5% L&D budget and clear growth opportunities

Growth & development: Invest in yourself and your career with a 3.5% L&D budget and clear growth opportunities

• Stimulating work environment: Tackle new challenges and work with innovative technology in a dynamic setting

Stimulating work environment: Tackle new challenges and work with innovative technology in a dynamic setting

• Connect with your team: Join optional fun virtual socials, AMAs with team members and leadership, and regular fun chats. Build a strong sense of community!

Connect with your team: Join optional fun virtual socials, AMAs with team members and leadership, and regular fun chats. Build a strong sense of community!

• TestGorilla community groups: Join peers to build community and boost opportunities for connection, advocacy, and professional development.

TestGorilla community groups: Join peers to build community and boost opportunities for connection, advocacy, and professional development.

• Parent/Caregiver support: We provide a caregiver-friendly work environment with paid 8-16 week parental leave and tailored return-to-work approaches

Parent/Caregiver support: We provide a caregiver-friendly work environment with paid 8-16 week parental leave and tailored return-to-work approaches

• Work-life balance: Our unlimited and flexible time off policy empowers you to take the time you need to recharge and maintain your well-being

Work-life balance: Our unlimited and flexible time off policy empowers you to take the time you need to recharge and maintain your well-being

Interested?

We believe in using our own product to ensure fair and objective hiring. If this role aligns with your skills and aspirations, we invite you to complete one of our very own assessments. This will give you a first-hand experience of our platform and help us get to know you better. We look forward to hearing from you!

TestGorilla is committed to building a diverse and inclusive workplace. We believe that diverse teams are stronger teams, and we encourage applications from people of all backgrounds. We understand that some candidates may experience test anxiety, and we want to assure you that accommodations are available and can be requested prior to sitting our assessments. Your request will not negatively impact your application, as we do not factor this into our review process.